Manager, Digital Call Center Experience

Be part of an amazing story.

Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditions...about inspiring stores and irresistible products...about the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Manager, Digital Experience leads assigned team members in responding to customer inquiries, including order placement, service or chat inquiries, quality audit issues, and back-line questions. The Manager maintains an effective onboarding process, establishes a culture of selling and service, monitors daily service levels, and ensures appropriate coaching for the team. They reassign functions as necessary and lead projects that enhance the overall customer experience, performing additional duties as assigned.

What You Will Do

• Lead a team of 20-30 colleagues.
• Cultivate a positive culture as the primary executive presence in the environment.
• Ensure facilities are well-maintained and communicate office presentation needs to all relevant parties.
• Coach and support team members to exceed department performance expectations, sharing team progress with business stakeholders.
• Assist in developing, improving, and implementing processes that enhance both the colleague and customer experience.
• Build strong relationships and collaborate with team members across multiple divisions (MCCS and Stores), both in-person and remotely.
• Suggest methods to improve operational areas.
• Monitor team performance to ensure goals are consistently exceeded; hold team members accountable and motivate them to surpass department goals.
• Regularly train and develop employees, recognizing their achievements.
• Drive and communicate consistent priorities to the team.
• Address employee issues and conflicts, providing input, feedback, and coaching.
• Interview, hire, train, direct, manage, coach, develop, coordinate, and evaluate both direct and indirect reports; offer developmental opportunities; plan, assign, and manage work; establish strategy and provide decision support; guide the team to meet or exceed performance and behavioral expectations; address complaints and resolve employee issues.
• Manage projects that respond to business needs.
• Handle inquiries from internal and external customers, including escalated customer phone issues.
• Actively advance the company culture while ensuring a high-quality customer experience.
• Manage and lead special projects to enhance the department's overall performance.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• Maintain regular, dependable attendance and punctuality.

Skills You Will Need

Leadership and Team Management: Ability to lead, develop, and inspire a team of colleagues, cultivating a positive culture, and providing consistent coaching to exceed performance expectations.

Communication and Relationship Building: Strong interpersonal skills to effectively communicate with team members, cross-functional partners, and stakeholders; capable of building and maintaining relationships across multiple divisions and levels.

Customer Service Expertise: Exceptional customer service skills with a focus on meeting and exceeding customer expectations; experience handling escalated customer issues and inquiries.

Project Management: Proficiency in managing and prioritizing multiple projects; adaptability to address shifting business needs and lead special projects that improve customer and employee experience.

Problem-Solving and Decision-Making: Ability to independently identify, analyze, and solve complex, ambiguous problems with attention to detail and critical thinking.

Process Improvement: Experience in process development, improvement, and implementation, especially in areas that enhance operational efficiency, colleague experience, and customer satisfaction.

Analytical and Mathematical Skills: Strong analytical abilities with proficiency in calculating figures like discounts, percentages, and proportions, as well as applying basic algebraic concepts.

Organizational and Time Management Skills: Skilled in organizing, prioritizing tasks, managing time effectively, and handling multiple responsibilities with flexibility.

Technical Proficiency: Proficient in MCCS systems, Microsoft Office, and basic computer navigation and keyboarding skills.

Motivational and Coaching Abilities: Ability to motivate and engage team members through effective coaching conversations and to recognize achievements, fostering a high-performance environment.

Attention to Detail and Compliance: Capable of interpreting safety rules, operating instructions, and procedural documents; upholding standards in a structured environment.

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply. 1-2 years of direct experience required.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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